Operations Partner

3 weeks ago


Toronto ON, Canada Swoon Full time

Must be local to Toronto on-site 3x/week
The Client Partner monitors performance, manages SLAs, and identifies risks. They also develop strategic account management plans to maximize retention and identify upselling opportunities. Overall, the Client Partner plays a crucial role in building strong client relationships and driving business success.

Collaborate with Senior Managers and Directors, actively participating in Project Management and executive-level meetings as required.
• Assumes ownership of the full lifecycle of contractor assignments, addressing onboarding, escalations, and offboarding matters with MSP partners.
• Assumes responsibility for coordinating, conducting, and preparing client visits alongside MSP partners, with travel commitments of up to 20% as instructed by the Senior Manager and Senior Director of the respective accounts.

Account Management:
• Maintains a focus on quality by thoroughly screening candidates and ensuring they possess the necessary skills and qualifications.
• Ensures data accuracy within systems (VMS, ATS) and conducts regular audits to maintain data integrity.
• Monitors candidate performance and client feedback to continuously enhance the candidate selection process.
• Collaborates with Senior Managers and Directors to develop strategic account management plans that maximize client retention and identify upselling opportunities.
• Collaborates closely with the Account Coordinator to provide mentorship, training, and performance oversight.

Performance Reporting & Management:
• Assessed through quarterly performance reports that detail key metrics such as client satisfaction rates, client scorecards, and forecasts.
• Responsible for monitoring client SLAs, including time to fill, interview ratios, hire ratios, etc…
• Ensures thorough monitoring of account performance to minimize risk during optimization periods.
• Actively identifies and communicates potential risks to internal Directors and Leadership through analysis, scorecard measurements, and adherence to SLAs.
• Implements sales enablement strategies through lead generation, consistent training/documentation (ROE), and active involvement in sales strategy.



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